Com quase 80% do brasileiros interagindo com marcas via WhatsApp, a ferramenta faz-se fundamental para o atendimento ao cliente multicanal.

It is not new that WhatsApp is one of the social media most used in the world. With around 1 billion users, the messages app is the 3° social media most used.

Only in Brazil, the number of users that use WhatsApp is 1.500 million.

However, after the quarantine decree to contain the large-scale spread of the new coronavirus (COVID-19), the messenger has conquered even more space on Brazilian smartphones.

Recently researches indicate that between 100 smartphones in Brazil, 99 have the app downloaded. Besides that, 93% of Brazilians use the app daily.

This way, in the face of the “new normal” marked by an era where digital is mandatory to communicate and continue business, it is necessary that companies adopt smart and omnichannel solutions integrated to the social media to guarantee the excellence in customer service.

Almost 80% of Brazilians utilize WhatsApp to contact companies.

Present in most of Brazilians cell phones, besides allowing conversation between friends and families, WhatsApp is also used for business purposes.

This last purpose, however, is used even before the launch of WhatsApp Business – version of the app for companies – in 2018. The app is used to answer customer questions, set up meetings, strengthen relationships, sell products and services, among others.

According to the research “Messaging in Brazil”, made in February 2020, 76% of Brazilians use WhatsApp to interact with a brand. Between them, 77% do it to answer questions or request information; 65% use the app to request technical support, 61% to receive promotions and 54% to buy products or services. The research interviewed around 2.072 Brazilians over 16 years old who access the internet and have smartphones.

It is clear, so, the importance of brands to be present not only on WhatsApp, but also in others social media and communication channels to offer a fast, personalized and multichannel service to their clients.

WhatsApp users’ want to make payments via app, says survey.

In the last months, the digital billing grew by 51% due to the coronavirus pandemic.

Experts claimed that the optimization of this kind of billing, through apps like WhatsApp and virtual agents, is the bet of many companies.

According to these professionals, the digital wallet will provide a series of benefits in the long term. Between them, greater client adherence, convenience, information security, increased productivity and lower cost of operations.

In the case of WhatsApp, 60% of Brazilians that use the app support the idea of purchases through the app. The data are from the “Messaging in Brazil” research from august 2020. Besides that, with the announcement of WhatsApp pay, a service that allows you to make payments and bank transfers between the app users, the trend is that more and more business men adapt themselves to the digital economy.

“The digital era is now. The actual consumer is multiconnected. DNK is aligned with this movement and daily works to provide innovative and customizable omnichannel solutions, according to the needs of each client. Through our omnichannel platform, DNK seeks to guarantee excellence in customer service”, says Antimo Gentile, CEO of DNK.

Once more makes it clear the importance of companies that relate themselves with the client to invest in smart, omnichannel and integrated attending solutions, willing to guarantee an excellent service and an unforgettable customer experience.  

DNK is number one on omnichannel solutions integrated with the APIs of social media.

DNK offers omnichannel solutions for Call Center and Contact center, being specialized in the development of high-performance products, solutions and services for companies in the area.

The use of last generation technology together with a team of experienced professionals, leads DNK to constantly innovate to transform the clients and partners experience with their consumers.

DNK cherishes excellence in customer service, and constantly realizes satisfaction surveys providing its partners tools and platforms with innovative and customizable functions.

With DNK’s services and products, the customer service is provided through an integrated omnichannel platform, which connects all service channels (whatsapp, voice, web, chat and others) in a humanized way, with fast recovery of client’s information and data, in order to offer a complete and satisfactory management of the client journey with differentiated results.

The company is recognized by the market and awarded for solutions and successful cases. Winner of the silver trophy at the Award Customers SA 2020, in the category “Leader on innovation strategies”, in partnership with a client, and understand that a well-attending client is the key for the attending success.

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